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Head of Client Support Operations

2 months ago

Harrisburg, Pennsylvania, United States Versatile Credit Full time

About Versatile Credit, Inc

As a frontrunner in the embedded financing sector, Versatile Credit is dedicated to transforming the lending landscape. Our innovative approach connects lenders, businesses, and consumers, providing seamless financial solutions. We foster a culture that values quick adaptability and problem-solving skills, driving meaningful change.

Position Overview:

We are seeking a Customer Support Manager who is passionate about leading and nurturing a team of talented Customer Support Representatives. This role requires a solid grasp of VCI's offerings combined with a metrics-oriented mindset to pinpoint the most effective support strategies for resolving customer inquiries. A significant focus of this position is on enhancing the capabilities of the Support Team by recognizing individual strengths and aspirations, ensuring each member can contribute optimally.

Key Responsibilities:

Team Leadership and Development:

  • Provide ongoing coaching and constructive feedback to both individuals and the team.
  • Recruit, train, and mentor new support team members.
  • Exhibit a comprehensive understanding of the support functions and the responsibilities of team members.

Customer Engagement and Issue Resolution:

  • Address complex customer concerns and escalations effectively.
  • Ensure prompt and efficient resolution of customer inquiries.

Process and Performance Enhancement:

  • Evaluate and refine support workflows and procedures.
  • Monitor key performance indicators (KPIs) and provide ongoing performance analysis.

Cross-Departmental Collaboration:

  • Collaborate with sales, onboarding, customer success, and product development teams.
  • Deliver customer insights to enhance products and services.

Customer Advocacy:

  • Collect and assess customer feedback.
  • Champion customer interests internally to enhance their experience.

Technology and Knowledge Management:

  • Oversee the implementation and improvement of support tools and technologies.
  • Develop and maintain a comprehensive knowledge base for the support team and customers.

Qualifications:

  • Demonstrated experience in leading and scaling a Customer Support team within a growth-oriented company.
  • Proven track record of developing and advancing team members.
  • Exceptional communication and interpersonal skills, with the ability to establish rapport and trust with both team members and customers.
  • Experience in generating and utilizing reports and key metrics to inform business decisions.
  • Strong problem-solving and strategic thinking abilities.
  • Familiarity with CRM software (e.g., Salesforce) and other customer support tools such as HelpScout, Aircall, Confluence, and Notion.
  • Preferred experience in industries such as B2B SaaS, FinTech, Payment Solutions, Lending, or Retail Software.
  • Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities effectively.

Diversity and Inclusion Statement

At Versatile Credit, we are committed to fostering a diverse and inclusive workforce. We provide Equal Employment Opportunity to all applicants and employees, promoting a culture that embraces new and diverse perspectives and encourages open collaboration at all levels. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis protected by federal, state, or local law.